Technical Service Representative

ECHO Incorporated is an industry leader in developing and manufacturing high-performance, professional-grade, handheld outdoor power equipment. With distributors and thousands of dealers across North and South America, ECHO is constantly anticipating the future of the outdoor power equipment industry and the need for environmental sustainability. Working for ECHO means joining a team of people who are committed to collaboration, innovation, creativity, and high-quality products that make us a globally competitive brand.

ECHO is adding to our Technical Service Team!  The Technical Service Representative will be responsible for troubleshooting technical inquiries while providing exceptional customer service to our dealers.  This is a remote position.

The salary range for this position starts at $60,000 based on experience and qualifications.

This is a remote position that will target mountain and pacific time zones.

ECHO’s benefits include:

• 11 paid holidays


• Extremely affordable medical, dental, and vision insurance


• Paid time off 


• Yearly bonus potential


• 5% 401K match


• Tuition reimbursement

Duties/Responsibilities: 

• Provide Technical Call Center Support of ECHO, Shindaiwa and other OPE products to dealers by logging into the ECHO phone system and taking live dealer calls.


• Respond timely to all dealer technical inquiries emailed to the department inbox.


• Provide comprehensive and advanced diagnostic training of dealership service personnel as required at regional training classes, including attending and representing the company at scheduled training events.


• Deliver service-related product updates and assistance to dealers during scheduled dealer visits.


• Utilization and Training of the ECHO Inc. Business Portal and other like systems used by other manufacturer product lines supported by the distributor.


• Development of dealership service personnel and department functions to increase shop efficiency and productivity.


• Schedule regional training classes and ensure dealers complete online Echo Schools.


• Responsible for all warranty processing functions.


• Resolve all customer case management issues and other end user complaints/disputes in a timely manner.


• Provide Parts and Accessories Support.


• Investigate the condition of returned parts, warranty claims and customer applications for product problems.


• Provide sample parts, technical advice, warranty reports, detailed information and probable causes of failures to the appropriate manufacturer.


• Possess a strong business knowledge to assist dealers in the resolution of business issues related to their dealership and our products. 

Job Experience/Skills: 

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  Minimum of 5–10 years of mechanical engine repair experience, including formal training in two- and four-stroke engine technology, diagnostics, and troubleshooting.

  
  


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  Experience in a distributor or retail dealership environment, or an equivalent combination of education and hands-on shop experience.

  
  


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  Strong technical expertise with handheld, air-cooled two-stroke outdoor power equipment.

  
  


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  Demonstrated ability to diagnose and resolve complex technical issues.

  
  


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  Comfortable delivering presentations to large groups as well as providing one-on-one technical guidance.

  
  


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  Willingness and ability to travel up to 3–4 months per year, including periodic dealer visits within the EDD territory.

  
  


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  Excellent verbal and written communication skills, with the ability to engage effectively with customers and ECHO Inc. personnel at all levels.

  
  


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  Proficient computer skills, including strong typing ability and working knowledge of Windows-based applications such as Word, Excel, PowerPoint, Outlook, and SharePoint.

  
  

Education:  Associate or bachelor’s degree in a technical, business or communications field a plus.  Small Engine Degree or EETC Certification

Equal Opportunity Employment:

We are an equal opportunity employer. We welcome all applicants.

E-Verification:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.